Sales Operations Support Manager

All offices are currently open, and our employees are back 4 or 5 days a week in Hudson Yards, NY and 3 days a week in all other offices. If you have questions on this policy or the application process, please contact recruiting@gafg.com.

COMPANY OVERVIEW

Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. Global Atlantic is a majority-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions.

Global Atlantic is looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us. 

We use Greenhouse as our scheduling tool and communicate through their systems. At times, your email may block our communications. Please be sure to check your SPAM so that you do not miss critical information about our process, including scheduling. 

POSITION OVERVIEW

The Sales Operations Support Manager is responsible for developing, overseeing and driving a superior operational support model for Global Atlantic Individual Markets wholesalers and financial professionals through policies, procedures and goal setting for life and annuity products. The manager will be focused on delivering an exceptional support model through smooth and effective issue resolution for financial professionals while overseeing the resource allocation and workflow of all support activities, pre and post-sale service escalations. Additionally, the manager is responsible for resolving complex service issues with financial professionals.

The day-to-day responsibilities for the Sales Operations Support Manager are:

• Oversight of all service and operation’s related requests submitted via Global Atlantic’s distribution team
• Build strong relationships with our sales organization to create an environment of collaboration and open dialogue
• Manage a team of Service Relationship Managers and Case Analysts dedicated to interacting with sales professionals for end-to-end management of service issues and resolution including handling accommodation requests, escalations and complaints
• Develop service strategy, direction and policies for team
• Develop, implement and monitor team’s performance and progress towards customer service metrics and performance deliverables
• Drive service and process improvement initiatives based on feedback from the Global Atlantic Sales team
• Develop strong partnerships with key stakeholders throughout organization – Sales, Product, Legal and Compliance and maintain strong relationships with the Internal and External Wholesaling team
• Prepare and deliver presentations on key service indicators, initiatives and trends
• Partner with Operation’s training lead in identifying training needs and opportunities for improvement for both Internal Global Atlantic employees and TPA staff

QUALIFICATIONS

• A Bachelor’s degree, and/or equivalent experience
• Over 5 years of related experience in Annuity or Life Operations Management
• Strong focus on delivering positive client experiences
• Self-starter with the ability to analyze situations and develop solutions to problems with minimal supervision
• Strong research, problem solving, analytical and project management skills
• Strong organizational skills with the ability to prioritize multiple tasks and manage time effectively
• Outstanding interpersonal skills to motivate and lead a team through the resolution of a problem
• Detailed knowledge of the systems and processes utilized within Global Atlantic and TPA Operations
• Proven leadership skills with the ability to influence others
• Possesses and displays excellent verbal and written communication with the ability to communicate with team members at various levels, including business leaders
• Strong level of adaptability, work ethic and high level of personal integrity and accountability
• 10% - 15% travel
• This position is not eligible for visa sponsorship now or in the future

Various jurisdictions have passed pay transparency laws that require companies provide salary ranges for any positions for which they are accepting applications. Global Atlantic has offices in Atlanta, Batesville, Bermuda, Boston, Des Moines, Hartford, Indianapolis, and New York City. The base salary range posted below is inclusive of the lowest cost of living geography to the hi